Author Topic: iStock refund for 'corrupted file during download'? (Read 5724 times)

Artemis · « **on:** November 13, 2009, 13:00 »

Today i received an email from istock stating:
"We regret to inform you that a refund has been issued for a purchase of your file #:

file corrupted during download process.

It's not a biggie because it wasnt one of the EL's (although approx. $7 seems a bit a strange refund amount); but it still left me wondering. 'File corrupted'?
This is my bestselller and it gets multiple downloads every day; if it gets corrupted during the download process, isn't this istock's responsability (its THEIR software) when it's a perfectly fine file? Or would it be that the customer tried again immdiately and thus spent 2x the credits? (i nowhere see 2 similar size downloads really close together in the stats).

I don't know....it feels a bit sketchy...
Do they just take the customers word for it? Worst case scenario: Is my file maybe perfectly fine and free on their HD now? I've seen no CoD...
Again, i'm not really upset and wont lack any sleep over it...but i just find it pretty odd and unclear. Does anyone have more details about this sort of refunds?

loop · « **Reply #1 on:** November 13, 2009, 13:04 »

Probably that means that the same customer bougth and payed for it two times; the "corrupted" experiencie and another one to get the file right.

cathyslife · « **Reply #2 on:** November 13, 2009, 13:53 »

I'm fairly certain that a buyer can re-download that image if a file got corrupted. I think they give you an hour or so to re-download ANY images that have purchased. At least they used to, maybe that has changed. So unless the original file is corrupt, not sure why they would refund the money.

vonkara · « **Reply #3 on:** November 13, 2009, 14:23 »

I already had this myself. They bought a higher resolution right after if I remember correctly. I think it hapenned on Dreamstime also, but this time I can't tell if I got a second download

Artemis · « **Reply #4 on:** November 13, 2009, 15:25 »

Thanks colleagues

The only valid explanation would be if they indeed downloaded it again and payed twice for it (i read in iStock's forum that when they download a larger file instead you get "wrong image size" message instead of corrupted file).
If cclapper is correct it's still sketchy....
I just wanted they'd include more info in the e-mail; when or why etc.

Ah well...

ShadySue · « **Reply #5 on:** November 13, 2009, 18:25 »

Quote from: cclapper on November 13, 2009, 13:53

I'm fairly certain that a buyer can re-download that image if a file got corrupted. I think they give you an hour or so to re-download ANY images that have purchased. At least they used to, maybe that has changed. So unless the original file is corrupt, not sure why they would refund the money.

I'm pretty certain it's 24 hours.

cathyslife · « **Reply #6 on:** November 13, 2009, 18:46 »

Thanks for correcting that Shady Sue. I was pretty certain you had some period of time to re-download. So the corrupted file refund does seem sketchy. I'm sure support could clear it up.

Artemis · « **Reply #7 on:** November 14, 2009, 06:37 »

Strange strange....ticket sent to support.

Thanks again guys and gals

Dreamframer · « **Reply #8 on:** November 14, 2009, 12:17 »

I had one refunded audio file recently....plus, it was an EL...what a pity... It says that buyer didn't need it. But how can I be sure it won't be used somewhere...

Artemis · « **Reply #9 on:** November 14, 2009, 15:15 »

Ouch, an EL!

Didn't they sent you a CoD (contract of destruction or something)?
I read in the forums for similar cases the owner of the pics received one.

You'd think for the mere 20% we recieve it's easier for them AND friendlier to absorb the costs....but alas.